Treating Customers Fairly is a regulation that aims to balance the power between consumers and businesses.

Our clients view Treating Customers Fairly (TCF) not as a regulatory burden, but as an opportunity to improve their products and services, build their reputations, and ultimately benefit their businesses. We have a rigorous approach because we believe that Treating Customers Fairly is a long-term, strategic effort rather than a once-off campaign.

We run facilitations to help organisations engage all parts of the business in Treating Customers Fairly programmes. Using a collaborative approach, we create success metrics, templates and guidelines. We also rewrite and redesign documents and website content. All our work is based on a solid understanding of the techniques of plain English and user experience.

Our work is aligned with the approach adopted by the Financial Conduct Authority, which is to help financial firms develop smarter communications that are more customer-focused than compliance-focused.